Templates and Divs

[Greg42]

Hi All,

We all know now that divs and templates don't go along but I have a very peculiar behaviour and simply no idea what's going on.

In the approval template I use:

<br />
         ${mailto:mailto.approval}
<hr />
         ${mailto:mailto.rejection}
<br />

but what renders in actual email is:

I tried variations of html but I'm not sure if that's the problem rather than ${mailto:mailto.rejection} itself? I have run out of ideas of why it is rendered like that.

Any helps or hints will be much appreciated.

Cheers

Greg

[Michael Kaufman · Accepted solution]

Depends what version of ServiceNow you are on.   Older ServiceNow versions you may have to do this differently.

If you don't use an email template and use the Message HTML field on the Notification, divs do work for me.  

<div><hr /></div>

<div>${mailto:mailto.approval}</div>

<div>  </div>

<div>${mailto:mailto.rejection}</div>

You have to switch your notifications to Rich HTML to use the Message HTML field.   I think the "Switch to Rich HTML" button started on ServiceNow Eureka version.

When Eureka introduced Rich HTML in notifications, we stopped using email templates and switched all the email to Rich HTML.   We had issues with email templates and Rich HTML at the time, so we stopped using them.   However that   issue may have been fixed by now.

When we switched to Rich HTML on emails, we had to test all the notifications to make sure they worked, as some formatting did cause blank emails if not done correctly. However after switching the emails to Rich HTML, we were able to add headers in the notifications and have an easy way to format the email content.

Hope that helps,

Mike

[Greg42]

Hi Mike,

Yes, templates and rich html still cause problems in Eureka and I don't use them. In this case I was working on an existing application which uses templates and I didn't want change the structure.

I have solved my problem changing mailto.rejection to text message as it had rich html and it was adding the <div>s or - when I deleted the <div> tags - adding <p> tags.

Cheers

Greg